CHAPTER 6 Direct Letters and Goodwill Messages Student

CHAPTER 6 Direct Letters and Goodwill Messages Student Only Version © 2007 Thomson South-Western

Writing Plan for Request for Information or Action Opening • Ask the most important question first or • Express a polite command. Body • Explain the request logically and courteously. • Ask other questions if necessary. Closing • Request a specific action with an end. date, if appropriate. • Show appreciation. Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 2

Improving Openers for Routine Request Letters Weak: I’ve been given the task of locating a convention site for my company’s meeting. I’ve checked a number of places, and your hotel looks possible. Improved: Will you please answer the following questions regarding possible accommodations at the Hyatt Regency for a conference in May. Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 3

Improving Openers for Routine Request Letters Weak: While reading WIRED magazine, I noticed an offer of a free video describing your Webbuilding software. Improved: Please send me your free video describing your Web-building software. Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 4

Improving Closings for Routine Request Letters Weak: Hoping to hear from you at your earliest convenience. Improved: Please send the video by August 15. Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 5

Improving Closings for Routine Request Letters Weak: Thank you for your cooperation. Improved: Your answer to my inquiry will help me make my printer choice. Thanks! Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 6

Parts of a Business Letter Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 7

Remember to refer to Appendix A, Reference Guide to Document Formats, for more details on this topic. Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 8

Writing Plan for Direct Claim Opening • Describe clearly the desired action. Body • Explain the nature of the claim. • Tell why the claim is justified. • Provide details regarding the action requested. Closing • End pleasantly with a goodwill statement. • Include end dating if appropriate. Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 9

Writing Plan for Replies to Information Requests Subject Line • Identify previous correspondence. Opening • Deliver the most important information first. Body • Arrange the information in a logical sequence. • Explain and clarify the information. • Build goodwill. Closing • End pleasantly. Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 10

Writing Plan for Adjustments Subject Line • Identify previous correspondence. (optional) • Make a general reference to main topic. Opening • Grant the request or announce the adjustment immediately. Body • Provide details about how you are complying with the quest. • Strive to regain reader’s confidence. • Include resale or sales promotion if appropriate. • Close courteously by summarizing your action request. Closing • Express confidence in future business Chapter 6, Slide 11 Mary Ellen Guffey, Essentials dealings. of Business Communication, 7 e

Writing Plan for Letters of Recommendation Opening • Identify the applicant, the position, and the reason for writing. • Establish your relationship with applicant. Body • Describe applicant’s job duties. • Give specific examples of skills and attributes. • Compare with others in field. Closing • Summarize the applicant’s significant attributes. • Offer an overall rating. • Draw a conclusion regarding the recommendation. Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 12

Three Kinds of Goodwill Messages 1. Letters of appreciation to customers for their business, hosts and hostesses for their hospitality, colleagues for jobs well done, and individuals who have performed favors. 2. Letters of congratulation for engagements, marriages, anniversaries, births, promotions, appointments, awards, any significant event. 3. Letters of sympathy to console a friend, relative, or loved one. Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 13

Tips for Writing Goodwill Messages—The Five Ss § Be selfless. Discuss the receiver, not the sender. § Be specific. Instead of generic statements (You did a good job), include special details (Your marketing strategy to target key customers proved to be outstanding). § Be sincere. Show your honest feelings with conversational, unpretentious language (We're all very proud of your award). § Be spontaneous. Strive to make the message natural, fresh, and direct. Avoid canned phrases (If I may be of service, please do not hesitate. . ). § Keep the message short. Remember that, although they may be as long as needed, most goodwill messages are fairly short. Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 14

Goodwill Messages: Cards or Personalized Letters? Typical Greeting Card Thank-You Message It's wonderful to visit with someone as nice as you– You make your guests feel so at home by everything you do. So this just comes to thank you in a warm and special way– For your hospitality was enjoyed much more than words can say! Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 15

Personalized Thank-You Letter Dear Professor and Mrs. Shelton: Thanks for inviting the other members of our business club and me to your home for dinner last Saturday. The warm reception you and your wife gave us made the evening very special. Your gracious hospitality, the delicious dinner served in a lovely setting, and the lively discussion following dinner all served to create an enjoyable evening that I will long remember. We appreciate the opportunity you provided for us students to become better acquainted with each other and with you. Sincerely, Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 16

Writing Thank-Yous Cover three points in gift thank-yous. § Identify the gift. § Tell why you appreciate it. § Explain how you will use it. Be sincere in sending thanks for a favor. § Tell what the favor means to you. § Avoid superlatives and gushiness. § Maintain credibility with sincere, simple statements. Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 17

Writing Thank-Yous Offer praise in expressing thanks for hospitality. As appropriate, compliment the following: § Fine food § Charming surroundings § Warm hospitality § Excellent host and hostess § Good company Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 18

Answering Congratulatory Messages Respond to congratulations. § Send a brief note expressing your appreciation. § Tell how good the message made you feel. Accept praise gracefully. § Don't make belittling comments (I'm not really all that good!) to reduce awkwardness or embarrassment. Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 19

Extending Sympathy Refer to the loss or tragedy directly but sensitively. u In the first sentence mention the loss and your personal reaction. v For deaths, praise the deceased. Describe positive personal characteristics (Howard was a forceful but caring leader). w Offer assistance. Suggest your availability, especially if you can do something specific. x End on a reassuring, positive note. Perhaps refer to the strength the receiver finds in friends, family, colleagues, or religion. Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 20

Grammar/Mechanics Checkup 6 Review Sections 2. 01 -2. 04 in the Grammar/Mechanics Handbook Complete 15 statements, p. 168. Check your answers against those provided at the end of the book. Mary Ellen Guffey, Essentials of Business Communication, 7 e Chapter 6, Slide 21